At a Glance
- Tasks: Lead a dynamic Service Desk team to deliver top-notch customer service and operational excellence.
- Company: Join ABM, a global leader in integrated facility solutions with a commitment to innovation.
- Benefits: Enjoy 24/7 GP access, mental health support, fitness programmes, and exclusive employee perks.
- Other info: Be part of a diverse and inclusive workplace that values your growth and development.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: Experience in managing service desks and leading teams; strong analytical skills are a plus.
The predicted salary is between 34650 - 42350 £ per year.
J OB TITLE
Service Desk Manager
LOCATIONS
London SE10
SHIFT PATTERN
Monday to Friday, 9am to 5pm
SALARY
Competitive
ROLE OVERVIEW AND PURPOSE
The Service Desk Manageris responsible forleading and developing the Technical Services Service Desk, ensuring the consistent delivery of high-quality customer service, operational coordination and contract support across multiple clients and business units.
The role is accountable for creating a professional, customer-focused service operation that acts as thecentral pointof coordination for reactive maintenance, planned maintenance, customer communications, engineer schedulingand service performance.
Working closely with Operational Managers, Account Managers and customers, the Service Desk Manager will drive service excellence, improve operationalefficiencyand support the continued growth of Technical Services through standardised processes, technologyand people development.
Key Responsibilities
- Service Delivery
- Lead the day-to-day operation of the Technical Services Service Desk.
- Ensure all customer contacts are managed professionally and within agreed service levels.
- Maintain ownership of incident, requestand work order management processes.
- Ensure reactive and planned works are coordinated efficiently.
- Monitor service performance against contractual KPIs and SLAs.
- Manage operational escalations and major incidents.
- Ensure effective communication with customers throughout the lifecycle of work orders.
- Operational Leadership
- Lead, coachand develop Service Desk Team Leaders and Coordinators.
- Build a high-performing, customer-focused culture.
- Conduct regular one-to-one meetings and performance reviews.
- Identifytraining and development needs.
- Manage recruitment, successionplanningand resource planning.
- Customer Experience
- Act as the operational escalation point for customers.
- Build positive working relationships with key stakeholders.
- Monitor customer satisfaction.
- Investigate complaints and implement corrective actions.
- Promote a "customer first" culture across the service desk.
- Performance Management
Own the Service Desk KPI dashboard including
- Call answer performance
- Response times
- SLA compliance
- Work order completion
- Customer satisfaction
- Engineer utilisation
- Backlog management
- Aged jobs
- Escalation trends
- Process Improvement
- Develop andmaintainstandard operating procedures.
- Standardise service desk processes across all Technical Services contracts.
- Identifyopportunities for automation.
- Improve CAFM workflows.
- Lead continuous improvement initiatives.
- Support implementation ofnew technologyand systems.
- Resource Planning
- Forecast workload and staffing requirements.
- Ensureappropriate shiftand rota planning.
- Support business mobilisation for new contracts.
- Develop cross-training plans to improve operational resilience.
- Contract Support
Work closely with Contract Support teams to ensure
- Purchase Orders
- Quotations
- WIP management
- Customer reporting
- Compliance documentation
- Financial administration
- Governance & Compliance
Ensure compliance with
- Company policies
- Client contractual requirements
- Health & Safety procedures
- Information security requirements
- Quality Management Systems
- Key Relationships
- Internal
- Vice President of Technical Services
- Divisional Directors
- Contract/Account Managers
- Engineering Managers
- Finance
- Commercial Team
- Compliance Team
- External
- Customers
- Suppliers
- Subcontractors
- Client Representatives
- Experience managing a busy Service Desk, Helpdesk or Customer Service operation.
- Experience leading multi-disciplinary teams.
- Strong knowledge of CAFM systems.
- Experience managing KPI and SLA performance.
- Experience within Facilities Management, Building Services or Engineering.
- Experience delivering operational change.
- Excellent stakeholder management skills.
- Strong analytical and reporting capability.
Desirable
- ITIL Foundation or equivalent Service Management qualification.
- Experience of Maximo, Concept, CAFM Explorer or similar CAFM platforms.
- Knowledge of ISO 9001 and continuous improvement methodologies.
- Prince2 or Lean qualification.
We’re proud to offer a great range of benefits including
- 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
- Mental Health support and Life Event Counseling
- Get Fit Programme
- Financial and legal support
- Cycle to work scheme
- Access Perks at Work, our innovative employee app where you can find:
- Perks: discounts, gift cards, cashback, and exclusive offers
- Life: Search for resources and tools on topics ranging from family and life to health, money and work
- Support: Online chat or telephone service for urgent support in a crisis
- For more information about ABM’s benefits, visit our
About ABM
ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions.
Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution.
With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals.
Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world.
ABM: Driving possibility, together.
For more information, visit.
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief.
We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
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Service Desk Manager in London employer: ABM
ABM is an exceptional employer, offering a dynamic work culture that prioritises employee well-being and professional growth. With a competitive salary and comprehensive benefits including 24/7 GP access, mental health support, and a unique employee app for perks and resources, ABM fosters an inclusive environment where team members can thrive. Located in TW6 2SF, the hybrid work model allows for flexibility while engaging in meaningful projects within the Transport & Aviation sector, making it an ideal place for those seeking impactful careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ABM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ABM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ABM:Your cover letter is your chance to shine! Tell us why you want to work at ABM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ABM!
How to prepare for a job interview at ABM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
